That’s enough about me – what do you think about me?
Ok, I’m going to self-indulge for a moment this week and I hope you stick with me, because this week’s blog really does have something for YOU too, if you just read on for the next 2 minutes or so.. They say people will never rise above their own opinion of themselves and sadly, even […]
Snatching failure from the jaws of success
Our accountant is part of a rare group of financial experts who actually understand the challenges and tribulations of small business owners like me. He’s a member of our entrepreneurs group (that’s how we hooked up) and he’s made it his business to develop his service offering to meet the specific needs of his existing […]
NHS Behaving Badly?
Our beloved NHS receives a lot of negative press these days primarily around it’s failures to deliver adequate primary services, reduced care in key health areas such as mental health, increasing waiting times and so on. This negative focus extends to GP surgeries, out of hours services, ambulance and emergency services – it’s a constant […]
My Husband (and Business Partner) Left Me on Valentines Day
I’m writing this week’s FIT Bits on the evening of Valentine’s Day – sitting on my lonesome in the office, feeling very sorry for myself and a little unloved to say the least. My husband (who, as many of you know, is also my business partner) has deserted me, or rather chosen to spend the […]
Emotional Value – how do you make your customers feel?
I’m a big fan of Colin Shaw (Founder & CEO of Beyond Philosophy) and I can’t think of a single article he’s written or blog he’s posted where I haven’t silently screamed (in excitement not anger you understand!) “YES! YES! YES! indeed Colin – exactly what I’ve been waxing lyrical about for near on 40 […]
Make Sure You Have The RAO Factor?
Being a brand ambassador means you have to take full responsibility, accountability and ownership for everything that you say and do on behalf of the company you represent. This means having to take the rap for someone else’s error, or having to accept blame for another department’s mistake from time to time. Even when the […]
Marie Cross – Extreme Customer Service Queen!
I’ve been on the speaking circuit of late and thoroughly enjoying addressing large audiences to help them better understand how to implement those small, simple improvements within their daily sales and service calls and conversations that, when you add them all together, make such a huge difference to our customers perception of us as outstanding […]
We’re at a Crossroads – Where Do We Go From Here?
Ever had one of those “crossroads” moments – I don’t mean the Midlands Motel type with Meg Mortimer, Benny and Sandy delivering rubbish dialogue against an even worse background set (remember how the walls wobbled when the doors were closed) – no, not that type of crossroads! (Now, I appreciate that younger readers may not […]
Customer on Hold – Time to Get Your S**t Together!
I’ve just read a report that focused on how the need for speed is a key driver in the ever-changing face of the customer service game. According to Forrester research (www.forrester.com), 73% of people say that having their time valued is the most important thing a company can do to provide them with great service. […]
Offer a Choice and Influence their Decision
Last week we identified some of the customer service challenges we all face as technology advances, interactive and automated platforms increase and improve and our customers expectations are raised ever-higher. But if we’re all using similar tools like social media, apps, live chat, forums etc. then it very quickly becomes the “norm” for customers. The […]
